Helpdesk Lead, Tier 2 Support – Onsite in DC

Yakshna Solutions; Herndon (VA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k)

Health insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

Paid time off

Training and professional development

Job summary

Yakshna Solutions, Inc. is seeking a Tier 2-Helpdesk Lead to manage escalation support for USAidam systems and oversee the helpdesk operation in the Washington, DC area.

This onsite role ensures timely ticket resolution and proper documentation in OCIO EOUSA systems, with escalation handled by the project team and government PMs. The ideal candidate will have a Bachelor’s degree (or equivalent substitutions), 4+ years in IT Helpdesk, and the ability to obtain a Secret clearance.

Qualifications

• Bachelor’s degree required; substitutions allowed as described.
• 4+ years in IT Helpdesk role required.
• Experience troubleshooting hardware/software and handling tickets.

Responsibilities

• Resolve Tier 2 USAidam issues escalated from Tier 1.
• Maintain operation of the Helpdesk and ticketing.
• Ensure proper ticket assignment and timely responses per SLAs.
• Document resolutions in closed tickets.
• Flag recurring issues for leads and PMs.
• Assist with job aids, training materials, and FAQs.
• Troubleshoot hardware and software issues.
• Assist users with installation and configuration of systems.
• Monitor and resolve help desk tickets.
• Collaborate with IT and business teams to resolve software issues.

Skills

Helpdesk experience

Issue troubleshooting

Ticket management

Clearance readiness

Education

Bachelor’s degree

Associate’s degree +6y experience

High School diploma/GED +8y experience

Job description

Yakshna Solutions, Inc. is seeking a Tier 2-Helpdesk Lead to manage escalation support for USAidam systems and oversee the helpdesk operation in the Washington, DC area.

This onsite role ensures timely ticket resolution and proper documentation in OCIO EOUSA systems, with escalation handled by the project team and government PMs. The ideal candidate will have a Bachelor’s degree (or equivalent substitutions), 4+ years in IT Helpdesk, and the ability to obtain a Secret clearance.